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Mercari has a rating of 1.2 stars from 2,367 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Mercari most frequently mention customer service, credit card, and phone number problems. Mercari ranks 592nd among Marketplace sites.
This company does not typically respond to reviews
Initially customer service gave me some trouble due to mistaken identity, however the (frustrating) problem was resolved. I must say that I enjoy the simplicity of Mercari. It is a more streamlined method of buying and selling than Ebay.
This web site is terrible. They have pictures of the item but sends you something totally different. For example. The bags are clearly vintage but you receive a brand new fake bag plastic bag. They have so many sellers websites doing this. They are are usually shipping out of Chino, California. You order one thing and receive another. They don't refund money instead they credit.
Would recommend highly, they were honest with me, I had ordered a product through an individual through them, didn't receive the product, this company returned my money, thank you
Date of experience: August 6, 2022
Don't waste your time with these morons! They have no clue how to run a site like this and have zero intentions on taking care of anybody but themselves! TERRIBLE!
Date of experience: October 25, 2023
I have around 1500$ on my account but just recently Mercari is holding my funds and I don't know what to do. They say for unusual activity don't understand
Date of experience: December 13, 2021
Mecari is a rip off no one u can talk too buy phone takes money out ur account with out u knowing very dis honest place too buy and sell Beware Beware
Products used:
shoes & more
Date of experience: January 8, 2024
They do not even deserve one star -- item may look cheap but if the item when received is not working ro as indicated... forget about asking for a refund it will not happen.
Mike G.
Date of experience: July 1, 2020
My complaint is not with the sellers it is with Mercari itself. As a seller with over 100 sales and a 5 star rating, I find it irritating when I have a question for them and there is NO WAY to direct a question without going through a lot of BS. They also have shipping charges that KEEP going higher and higher. They higher the shipping goes the LESS I sell because people can't afford the high cost of shipping. Signed Unhappy Seller
Products used:
I don't buy I sell and my problem is with Mecari itself and not it's sellers
Date of experience: March 28, 2022
I purchased two mugs as a gift for a friend. The seller sent them in a box with no packing material. One of the mugs broke in transit. On Mercari's website, they tell you to contact the seller if there is an issue with a purchase/delivery. I contacted the seller and she said it was totally her fault and that she would file a claim for a refund. After a few days, I contacted the seller again and she said she had reached out to Mercari's support team and was told they were looking into the matter. She said she would contact them again. I could not find support contact information on the website, so I googled it and emailed Mercari the information and pictures. I was told that even though, as directed by them, I contacted the seller first, because I didn't contact them also within 72 hrs., I was ineligible for a refund. Instead they offered me a 10% discount on a future purchase on an item priced at $20 or more. I feel I am entitled to a refund of at least 1/2 the total cost ($31.45) including shipping, as only one mug was broken and unusable. I have filed a disputed charge claim with my credit card company.
Tip for consumers:
The Mercari website is not user friendly. I recommend buying/selling on another platform, such as Etsy, EBay, Poshmark, etc. Customer (dis)service is difficult to access from their website. Two thumbs down.
Products used:
Rae Dunn products
Date of experience: October 24, 2021
Ive been buying and selling on this app for over a year now. Im currently having an issue with a buyer who is trying to scam me out of my money but Mercari seems to give zero $#*!s. Ive gotten one response in the app in the past few days. Ive tried calling, messaging in the app, emailing, Twitter, Facebook, EVERYTHING! I was told on Twitter that theyd be with me shortly, and that was yesterday morning! On the email they sent back, they confirmed the item was delivered yet said they expected the item would be delivered soon and if I wanted to refund the buyer I could! WTF?! Why the hell would that even be an option if I did my part yet theyre just scamming me?! These people are near damn impossible to get ahold of and it seems like theyre siding with the buyer which is unfair considering her one review is poor and explains what Im going through right now too! Id sue them if I could. Stay far, far away... and get your $#*! together Mercari.
Date of experience: December 17, 2017
Mercaris customer service is pathetic. I shipped an item with tracking. Its shows delivered but the buyer claims she didnt receive it. Basically if your a seller all the buyer has to do is claim it wasnt received even though tracking shows otherwise. Still waiting for Mercari to pay me for the item. At first theyll respond with wait 5 days but once the 5 days is up & you respond to Mercari for a response customer service seems to disappear. Pathetic selling app BEWARE. Soon or later you get screwed on this app. Your better off on eBay even though you pay higher fees at least you have a customer service number. MERCARI IS A TOTAL SCAM, stay away
Date of experience: January 28, 2018
My shoes disintegrated after one use. The app wouldn't help process a return/refund with liability since I'd already "processed and rated the item".
As a marketplace, do better.
Date of experience: July 2, 2023
I would put ******* if I could
They are horrible, don't know what they doing
Poshmark is thousand times better than this stupid app who closes account without any reason or verification of an issue
Also requires new bank accounts after an account has been closed to legit reason
They HoLd payment illegally, users need to start taking action against this stupid app
Date of experience: November 13, 2019
Absolutely no customer service! Non-friendly user app! Outrageous demands on return policy. ( so that it is impossible to prove your reason for return)
WARNING! Do not download App!
Date of experience: September 19, 2017
I've bought and sold on Mercari a bit over the last few years. Up until recently, I've been pleased. That has all changed within the last few months. As a customer, I've had sellers accept my offers and then never ship the item, so Mercari cancels the transaction after two weeks. Then I have to wait for 5 more days to get my money back. Interesting, since it didn't take them 5 days to TAKE my money. I've also had successful purchases but they take two weeks to deliver. And I've had problems with FedEx delivering my items from Mercari--returning them to the buyer because they said no one lives at my house. Funny, because USPS delivers to me every day except Sunday. And I've had Mercari sellers cancel my order because they have listed it on multiple platforms and sold it to someone else. It's been a sh*t-show lately and I am done. I'd advise you to do the same, unless you want to tie up your money for weeks with a company that fails to deliver. Don't bother--go to eBay where they seem to have a handle on things.
Products used:
Doll clothing
Date of experience: November 5, 2023
Not happy with my mercari experience getting views was nice but NO sales. Plus today it didn't show all my items I listed... Ill take my business elsewhere
Date of experience: November 8, 2021
Believe everything you read about them. They are just horrible all the way around from the sellers to the company itself. Do yourself a favor and stay away.
Tip for consumers:
Go somewhere else. Not worth whatever you think you might save.
Products used:
None. When I bought a few items the sellers canceled them all.
Date of experience: July 13, 2021
I have been buying and selling on Mercari for roughly a year and a half. I switched over my listings from Poshmark due to their excessive commissions and, at the time, inability to offer buyers free shipping. I haven't looked back since, as Mercari facilitates transactions smoothly and payment for sales is quick and easy. One thing I bought got lost in the mail and Mercari was quick to refund me. Things sell really fast on here too, which I love. I've had items sell within 5 minutes of listing them. Mercari frequently offers coupons as a way to drive sales, and this works great for both buyers and sellers, as sellers still get their asking price and buyer gets to save some coin. As a buyer, I have no complaints. As a seller, my only complaint is the recent revocation of the ability for sellers in the state of California to apply their balance towards payment of goods on Mercari. CA sellers are now forced to withdraw their balance due to "compliance"(Mercari's Twitter explanation). Mercari would have gotten 5 stars from me if not for that.
Date of experience: October 21, 2017
The worst app and the worst costumer service
Every time i bought or i sold i have Issues
Millions of people sell counterfeit items i was one if them i bought this items with out knowing and i try te sell back and they block my account
Date of experience: November 23, 2020
They should change their name from mercari to blocking app because they block u for all the small reasons on planet earth they have the worst customer service ever which takes approx 2 years to respond to ur issues. And they should be given an award for "the garbage app" POSHMARK IS WAY BETTER! Don't deal in mercari! The one who runs this app is a complete "IDIOT " and a PARANOID nutcase
Date of experience: June 28, 2017
Is looking like costumer service is like sleeping beauty. I waiting more then 4 days for refund and return label. People often citet like new but resel ve rd y unsanitary lingerie. Be car ed full. I do same sales but often not very happy with purchasing.one citet tiffany now I found is not even ssd's ilver is pewter and costumer service need expertise. As soon listing there take same time I am unable listing new items past 48 hours.no response. I even send inquiry... is just not right lenka nyc
Date of experience: April 16, 2022
One of their sellers (HOT WHEELS AND STUFF in Cape Coral, FL) cancelled the transaction AFTER I had paid for an item. Not only is that unethical but it caused me to not bid on and thus miss out on a comparable item that is no longer available, making it a double whammy of disappointment. Most of all, Mercari would not allow me to leave an honest, objective review of the seller's practices because they claim there was no actual transaction to review (due to the cancellation). This lack of logic amounts to complicity and disdain for Mercari's users. Stay away!
Tip for consumers:
One of their sellers (HOT WHEELS AND STUFF in Cape Coral, FL) cancelled the transaction AFTER I had paid for an item. Not only is that unethical but it caused me to not bid on and thus miss out on a comparable item that is no longer available, making it a double whammy of disappointment. Most of all, Mercari would not allow me to leave an honest, objective review of the seller's practices because they claim there was no actual transaction to review (due to the cancellation). This lack of logi
Date of experience: October 13, 2021
Not allowing buyers to rate a seller that lies for two weeks and has a record of cancelling orders makes their rating system pointless. If I had known this particular seller cancelled a large portion of her orders (which means she is cross-posting has NO INTENTION honoring her sales) I would not have wasted my time contacting her and reading to her lies. Mercari's rating system is deceptive, unfair and frustrating for buyers.
Tip for consumers:
Read through the reviews and look for cancelled orders by seller. The "Star Rating" is pointless.
Products used:
Collectibles
Date of experience: September 13, 2022
The seller didn't follow Mercari shipping guidelines and all my products arrived damaged but Mercari refused to refund me and ended up having to file a credit card dispute which my bank resolved and I got my money back over a month later and after hours on the phone with Mercari customer service and a hour with my bank.
Date of experience: May 22, 2019
WARNING!
Mercari.com is the online center for FAKE Cartier glasses sales! Their Cartier glasses sold listing shows 100% FAKE! Fake sellers just list their FAKE glasses and wait just for 3 days. After that Mecari denies any FAKE returns claiming their 3 days policy. FAKE sale is a crime and against the copyrights. This illegal FAKE sales should have been stopped and their biz should have been busted long time ago. Keep away form Mercari FAKE sales. You will end up in the nightmare of their 3 days policy!
Date of experience: January 24, 2020
Ordered 2 items in a bundle. Seller was all "do bundle to save on shipping" so I did. [originally used site only so didn't know of this, had to download app for bundle option.] then 1 of the 2 items completely broken in several pieces due to obvious lack of proper packing material. A few air bubbles that were half popped and 1 sheet of thin bubble wrap does not protect ceramic.
Sent 2 dozen photos to mercari an hour after package was dropped off showing proof. [they ask for 1 photo of just the packing itself, 1 of All items including undamaged one, several photos of exterior of box, etc so I took all these Additional photos.]
Then 2 days later they finally reach back and say I need to return EVERYTHING from bundle, which the other item was long gone as it was bought ot become part of a basket for an auction that i'm donating for my business.
I already dropped off the day after receiving package. They refuse partial refunds. Never heard of a company that requires an entire order be sent back for one item being broken?!?
Now I am out money as they refuse to refund me for just the broken item, and also out the item. Now I habe to go through Venmo and my bank to fight this. Do they expect me to go hunt down my basket and say, sorry, I have to return this?
Mercari is absolutely not buyer friendly and I didn't look at reviews bc I had personally heard good things about it. Never again.
Date of experience: July 4, 2023
This is Mercari: The Selling App. The fast and easy way to sell or buy almost anything.
We're sorry to hear you're having an issue with a transaction and have been waiting for a resolution. In cases where a package is confirmed delivered but the buyer claims it was not received, we follow USPS's policy and wait 5 days for it to be delivered. During this time we recommend your buyer reaches out to USPS to help them locate the package. If they have not located the package after the 5th day, Mercari will complete the transaction, and release your funds, as you have fulfilled your obligation of sending the item. I'm sorry for the confusion and frustration this transaction has caused. Please reach out to us at contact@mercari.com if the package has not been located after the 5th day. Thanks!^DE